SpinCity Casino - El jugador afirma que el pago se ha retrasado.

I am having serious issues with the KYC verification and withdrawal process at SpinCity.

My identity verification keeps getting rejected even though I have submitted a clear, high-quality photo of my ID, where all details are perfectly visible. I have followed all instructions, yet the document is rejected repeatedly without a clear explanation.

Additionally, my withdrawal has been pending for over a week. During the process, I requested a correction of my date of birth because I accidentally entered one wrong digit during registration. Since then, the casino seems to be using this as a reason to delay both the KYC verification and my withdrawal.

It feels like unnecessary obstacles are being created instead of helping resolve a simple mistake. I am fully willing to cooperate and provide any required documents, but the process is being prolonged without clear communication.

I am asking for assistance in resolving the KYC verification and receiving my withdrawal as soon as possible.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Krwc22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Krwc22,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Krwc22,

Thank you for your update. I’m sorry to hear that the situation remains unresolved.

To better understand your case, I would like to clarify a few points:

1. Have you provided the casino with an official document (e.g., ID or passport) clearly showing your correct date of birth, and have they explicitly confirmed that this is the reason for rejecting your verification?
2. When did you request the correction of your date of birth, and have they explained why it has not yet been updated in your account?
3. Are there any other documents currently marked as rejected or pending in your account?

Please also share any recent communication from the casino regarding the date correction and KYC rejection, either by posting screenshots here or sending them to my email.

Thank you in advance for your cooperation. I look forward to your reply so we can proceed further.

Best regards,

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Krwc22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla